Paper Title :Measuring the Service Quality Expectations and Perception of the Customers Dealing with the Stock Trading Brokerage Firm of Rajasthan
Author :Dushyant Bafna
Article Citation :Dushyant Bafna ,
(2018 ) " Measuring the Service Quality Expectations and Perception of the Customers Dealing with the Stock Trading Brokerage Firm of Rajasthan " ,
International Journal of Management and Applied Science (IJMAS) ,
pp. 103-107,
Volume-4,Issue-9
Abstract : The paper seeks to measure the service quality expectations and perception of the customers dealing with the
stock trading brokerage firm of Rajasthan. In the pilot study, the researcher has identified 10 factors. Those factors are based
on the quality service of the stock trading brokerage firm. After identifying the factors, the researcher intended to find the
impact of those 10 identified factors, which were considered to be the potential factors of FINSERQUAL Model. The
underlying variables under these identified factors have been discussed in appendix 1. Further to validate the identified
factors in the model, correlation and regression analysis was conducted. The correlation and regression results showed that
all the 10 identified factors have statistically significant impact on customer’s satisfaction which therefore validated the
FINSERQUAL model identified in the study. Now since the researcher has established and validated the FINSERQUAL
Model, the researcher intends to test the other hypothesis of the study. The hypothesis is to measure the difference between
the expectations and perception of the customers dealing with the stock trading brokerage firm of Rajasthan.
Keywords - Perception, Expectations, FINSERQUAL
Type : Research paper
Published : Volume-4,Issue-9
DOIONLINE NO - IJMAS-IRAJ-DOIONLINE-13664
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Copyright: © Institute of Research and Journals
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Published on 2018-11-28 |
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